First, the shipper was rescheduled several timesThe shippers original rate was estimated at $Not only did we drop the price we remained flexible with her due to her closing issuesPlus we discounted her down to a whole $dollars at her requestSecond, the first process of the move was carried out on the 28thWhich was prepping and boxing everything she needed done in order for her to be ready for us on the day of the moveOn the morning of her prep day she called to cancel on us againI told her we would not be able to reschedule her again and that it would be best to proceed with our intended planWe were booked for the week and weekend already and would not be able to accommodate her again due to our scheduleThe shipper decided to move forward as planWe agreed to move forward with the first phase of the moveWe packed everything up and she was amazed by the job we did complimenting our crew on how fast and efficient we areThe shipper watched every worker packing her belongings getting everything ready for the second phaseAll Pro Moving didn't leave until everything was prepped and readyKeep in mind she saw the whole process as she walked from room to room evaluating our crewOn the second phase of the move load and unload and unwrap just the furniture and assemble items into her new homeEverything went as planned from beginning to end On the second day after the shippers move the shipper called to report a wet pan that went underneath her washerThe shipper reported that we left it there and we needed to go back and get it cause the new owner were taking control of the house and she bought it and needed her panKeep in mind the purpose of a wet pan is to prevent overflow of waterThe realtor took the pan and placed it outside and our supervisor went to go pick it up the same dayThe shipper mentioned it belong to her washer I told our supervisor that this is a plumbers job to remove and replace the pan on to the floor and we are not qualified to perform pluming taskPans are used mostly when you have an upstairs washer dryer connection and precautions for leaks not used for single story unless they are built inHowever, again we prioritized the shipper and sent one of All Pro Moving's professionals to investigate the issue and to address her concernsOur professional was out there on the 3rd dayAll Pro Moving made it a priority to deliver the pan and investigate on the 2nd and 3rd day after the moveThe specialist told the shipper these drains are used for upstairs flooringShipper stated she knew that but that the washer leaked that is why she bought itUpon opening panel of the washer the specialist discovered there was a crack inside the washerUpon finding this crack the customer then called to tell us we did it and that the gentleman helping with the investigation said that the movers caused the damage which was untrueThe shipper lied about what the specialist saidThe shipper said our dolly caused the damage on the inside of the washerHowever, we did not use a dolly to roll the washer down the stairsAll Pro Moving's pros carried it down with out letting it bonce on the stairsThe washer was carried downWe move washers and dryers almost every dayThey can be fragile at times mainly the mother board and knobsSome times we apply the shipping bolts and sometimes not for several reasonsReasons like the shipper does not have the bolts anymoreThey have an incomplete set, or the shipping bolts will no longer fit in the proper spaces anymore due to ample use and mis-levelingWhich in turn leads me to believe the shipper needed that pan underneath the washer to control the leakage that was preexistingThe shipper also offered the old set to the professional we sent and was already looking for a new set to replace the old onesWhy would you go out and buy a whole new set when the washer was the only issue? We made every effort to work with the shipper regarding the washerFurthermore, in regards to her screw drivers, I told her I would ask the guys if they picked them up by mistakeA lot of times we leave tools through out the homeIt is not uncommon for us to pick up after each other incase we forget something such as a toolWe are still trying to locate these tools for the shipperKeep in mind this was days ago and the shipper called yesterday to let us know about the towels, key, and tea topperThe shipper must allow us time to look for them first before assuming we have themThe key was removed by our supervisor and was given to the shipperNow the shipper can not find it and is accusing us of taking it or misplacing it after we handed the key to the shipper personallyThe daybed blanket was recovered it was left in one of the boxes at the end of the job underneath a pile of pads and we still are investigating the shippers claimsAs for the tea topper, I would suggest unwrapping all the crumbled paper from the boxes and packing paperA lot of times customers tell us they have unpacked everything only to discover they have notWhen we pack small items they can look like a small crumbled paperPlease take the time to unwrap all the paper and open them up on a flat surfaceThe towels were not packed by usThe packers asked the shipper if they could pack fragile items in between the towelsThe shipper said no and decided not to let us pack the brand new towelsAgain if you had help unpacking your items then make sure they have unpacked every boxIf they have please look carefully where they placed them in the new homeHere at ALL Pro Moving we are responsible for things that we break or damageSome shippers lose stuff during a move it is not uncommonWe get lots of calls regarding lost items only to calls us back to tell us they found them and sorry for accusing your guysThat's why there are no reports of this manner in our reviewsAll Pro Moving and its staff have gone above and beyond for this shipperWe gave the shipper our rights and responsibilities prior to moving with usThe shipper should read it in order to have a better understanding of what our policies are not to rush to judgement so quickly and understand all the facts prior to making a claimSmall details can drive us all crazy at timesWhat I would suggest after a move is thoroughly go through every box every piece of paper then call us after this is completeYou have up to day from the move date to make a claimYou must include enough information for us to investigate the claimWe then would have days to respond and have days to pay, deny, or make a settlement offerWould you please try recalling some of these events during move that you the shipper stated at the time of packing of the towels and the handling of the keyThank you and have a blessed day
Complaint: [redacted] I am rejecting this response because: Yes, it is true that I sent [redacted] , but as I stated this was not just leakage, water was literally pouring out from underneath the washing machine, and [redacted] witnessed this when he came overI personally saw both movers using the Dolly when taking both the washer and dryer downstairs because I wanted to sweep and mop the laundry room before I left the house [redacted] , who is the supervisor was not upstairs or in the house during the time they were moving the property, he was on the back of the truckAs I told the owner every box has been unpacked and I looked in every box and every piece of paper before getting rid of them I did not pack my towels, they were sitting in a rocking chair The only things I packed were some food, and my music and movies This is not first move, and I do know all of the regulations, as I am retired from the military I have a witness that knows that I have never had any issues with my washer and dryer for the last yrs that I have owned itYes, it is true that I asked to be rescheduled, but it is because my closing date changed from the 27th of May to the 31st May, which was beyond my control When they initially packed everything I was asked to pay at least half to which I paid more than half I paid $1100, and the remaining $on June 1st before they moved my property from the old address to the new address On June 1st, they were an hour and a half lateTime scheduled was between and p.mI received no phone call to let me know why they were lateThe move did not start until the other crew and [redacted] arrivedI am not being unreasonable about my property as I stated before I cannot replace things that were bought overseasBefore hiring their company I had received a $quote from another moving company to which they could match the priceI was not going to pay $ If the price had not changed, then I would have chosen the other company On their commercial it is advertised that if you mention their commercial, then $would be deductedI mentioned it twice and it did not happen The owner was not present at either moveDuring the June 1st move, the supervisor had left the old address to take one of the movers somewhere because the worker actually had the day off, but came to help out for a while As stated before I last spoke to the owner on Monday and the last thing he said was that he would look into it Regards, [redacted] ***
All Pro Moving takes full responsibility for the process of the moveI did mail the customer the check when I said I didUnfortunately it never made to its destinationI did explain thatHowever, it was not received well by said customerAfter realizing the check was not being returned, I went
ahead and contacted the customer and arranged to meet him in person to hand deliver the checkTexas law regulating refunds or repairs does allow us up to days to resolve the issueAll Pro Moving did not take days but tried to resolve the issue as quickly as possibleSometimes we do go over the time it takes to complete the moveI try as an owner to explain that in the proposal at times it is misinterpreted incorrectlyAll rates are based by the hour if it goes over the estimated time the price is corrected to that amountSame thing if its less time the price is then reduced to the lesser amountHowever, in lieu of the process of the move I felt we owed the customer a discount on the price. As an owner I was not happy with our result by my team that day. All Pro Moving has taken measures to correct these types of performances from happening againAll customer are important to us whether big or smallAll Pro Moving and its owner take pride in completing the move in a professional matterIt does affect this company when things don't go right because its a reflection on All Pro Moving reputation, owner, and its staffThis customer is a repeat customer and if there is anymore I can do please feel free to let us knowI know the move didn't meet your standard and All Pro Moving owner and staff aim to correct the problem so that it does not happen againWe look forward to serving you again in the futureThank you for your feed back!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
First, the shipper was rescheduled several times. The shippers original rate was estimated at $3100.00. Not only did we drop the price we remained flexible with her due to her closing issues. Plus we discounted her down to a whole $1000.00 dollars at her request. Second, the first process of...
the move was carried out on the 28th. Which was prepping and boxing everything she needed done in order for her to be ready for us on the day of the move. On the morning of her prep day she called to cancel on us again. I told her we would not be able to reschedule her again and that it would be best to proceed with our intended plan. We were booked for the week and weekend already and would not be able to accommodate her again due to our schedule. The shipper decided to move forward as plan. We agreed to move forward with the first phase of the move. We packed everything up and she was amazed by the job we did complimenting our crew on how fast and efficient we are. The shipper watched every worker packing her belongings getting everything ready for the second phase. All Pro Moving didn't leave until everything was prepped and ready. Keep in mind she saw the whole process as she walked from room to room evaluating our crew. On the second phase of the move load and unload and unwrap just the furniture and assemble items into her new home. Everything went as planned from beginning to end. On the second day after the shippers move the shipper called to report a wet pan that went underneath her washer. The shipper reported that we left it there and we needed to go back and get it cause the new owner were taking control of the house and she bought it and needed her pan. Keep in mind the purpose of a wet pan is to prevent overflow of water. The realtor took the pan and placed it outside and our supervisor went to go pick it up the same day. The shipper mentioned it belong to her washer. I told our supervisor that this is a plumbers job to remove and replace the pan on to the floor and we are not qualified to perform pluming task. Pans are used mostly when you have an upstairs washer dryer connection and precautions for leaks not used for single story unless they are built in. However, again we prioritized the shipper and sent one of All Pro Moving's professionals to investigate the issue and to address her concerns. Our professional was out there on the 3rd day. All Pro Moving made it a priority to deliver the pan and investigate on the 2nd and 3rd day after the move. The specialist told the shipper these drains are used for upstairs flooring. Shipper stated she knew that but that the washer leaked that is why she bought it. Upon opening panel of the washer the specialist discovered there was a crack inside the washer. Upon finding this crack the customer then called to tell us we did it and that the gentleman helping with the investigation said that the movers caused the damage which was untrue. The shipper lied about what the specialist said. The shipper said our dolly caused the damage on the inside of the washer. However, we did not use a dolly to roll the washer down the stairs. All Pro Moving's pros carried it down with out letting it bonce on the stairs. The washer was carried down. We move washers and dryers almost every day. They can be fragile at times mainly the mother board and knobs. Some times we apply the shipping bolts and sometimes not for several reasons. Reasons like the shipper does not have the bolts anymore. They have an incomplete set, or the shipping bolts will no longer fit in the proper spaces anymore due to ample use and mis-leveling. Which in turn leads me to believe the shipper needed that pan underneath the washer to control the leakage that was preexisting. The shipper also offered the old set to the professional we sent and was already looking for a new set to replace the old ones. Why would you go out and buy a whole new set when the washer was the only issue? We made every effort to work with the shipper regarding the washer. Furthermore, in regards to her 2 screw drivers, I told her I would ask the guys if they picked them up by mistake. A lot of times we leave tools through out the home. It is not uncommon for us to pick up after each other incase we forget something such as a tool. We are still trying to locate these tools for the shipper. Keep in mind this was 14 days ago and the shipper called yesterday to let us know about the towels, key, and tea topper. The shipper must allow us time to look for them first before assuming we have them. The key was removed by our supervisor and was given to the shipper. Now the shipper can not find it and is accusing us of taking it or misplacing it after we handed the key to the shipper personally. The daybed blanket was recovered it was left in one of the boxes at the end of the job underneath a pile of pads and we still are investigating the shippers claims. As for the tea topper, I would suggest unwrapping all the crumbled paper from the boxes and packing paper. A lot of times customers tell us they have unpacked everything only to discover they have not. When we pack small items they can look like a small crumbled paper. Please take the time to unwrap all the paper and open them up on a flat surface. The towels were not packed by us. The packers asked the shipper if they could pack fragile items in between the towels. The shipper said no and decided not to let us pack the 15 brand new towels. Again if you had help unpacking your items then make sure they have unpacked every box. If they have please look carefully where they placed them in the new home. Here at ALL Pro Moving we are responsible for things that we break or damage. Some shippers lose stuff during a move it is not uncommon. We get lots of calls regarding lost items only to calls us back to tell us they found them and sorry for accusing your guys. That's why there are no reports of this manner in our reviews. All Pro Moving and its staff have gone above and beyond for this shipper. We gave the shipper our rights and responsibilities prior to moving with us. The shipper should read it in order to have a better understanding of what our policies are not to rush to judgement so quickly and understand all the facts prior to making a claim. Small details can drive us all crazy at times. What I would suggest after a move is thoroughly go through every box every piece of paper then call us after this is complete. You have up to 90 day from the move date to make a claim. You must include enough information for us to investigate the claim. We then would have 20 days to respond and have 90 days to pay, deny, or make a settlement offer. Would you please try recalling some of these events during move that you the shipper stated at the time of packing of the towels and the handling of the key. Thank you and have a blessed day
Complaint: [redacted]
I am rejecting this response because: Yes, it is true that I sent [redacted], but as I stated this was not just leakage, water was literally pouring out from underneath the washing machine, and [redacted] witnessed this when he came over. I personally saw both movers using the Dolly when taking both the washer and dryer downstairs because I wanted to sweep and mop the laundry room before I left the house. [redacted], who is the supervisor was not upstairs or in the house during the time they were moving the property, he was on the back of the truck. As I told the owner every box has been unpacked and I looked in every box and every piece of paper before getting rid of them. I did not pack my towels, they were sitting in a rocking chair. The only things I packed were some food, and my music and movies. This is not first move, and I do know all of the regulations, as I am retired from the military. I have a witness that knows that I have never had any issues with my washer and dryer for the last 6 yrs that I have owned it. Yes, it is true that I asked to be rescheduled, but it is because my closing date changed from the 27th of May to the 31st May, which was beyond my control. When they initially packed everything I was asked to pay at least half to which I paid more than half. I paid $1100, and the remaining $1000 on June 1st before they moved my property from the old address to the new address. On June 1st, they were an hour and a half late. Time scheduled was between 1 and 3 p.m. I received no phone call to let me know why they were late. The move did not start until the other crew and [redacted] arrived. I am not being unreasonable about my property as I stated before I cannot replace things that were bought overseas. Before hiring their company I had received a $2100 quote from another moving company to which they could match the price. I was not going to pay $ 3100. If the price had not changed, then I would have chosen the other company. On their commercial it is advertised that if you mention their commercial, then $100 would be deducted. I mentioned it twice and it did not happen. The owner was not present at either move. During the June 1st move, the supervisor had left the old address to take one of the movers somewhere because the worker actually had the day off, but came to help out for a while. As stated before I last spoke to the owner on Monday and the last thing he said was that he would look into it.
Regards,
[redacted]
First, the shipper was rescheduled several timesThe shippers original rate was estimated at $Not only did we drop the price we remained flexible with her due to her closing issuesPlus we discounted her down to a whole $dollars at her requestSecond, the first process of the move was carried out on the 28thWhich was prepping and boxing everything she needed done in order for her to be ready for us on the day of the moveOn the morning of her prep day she called to cancel on us againI told her we would not be able to reschedule her again and that it would be best to proceed with our intended planWe were booked for the week and weekend already and would not be able to accommodate her again due to our scheduleThe shipper decided to move forward as planWe agreed to move forward with the first phase of the moveWe packed everything up and she was amazed by the job we did complimenting our crew on how fast and efficient we areThe shipper watched every worker packing her belongings getting everything ready for the second phaseAll Pro Moving didn't leave until everything was prepped and readyKeep in mind she saw the whole process as she walked from room to room evaluating our crewOn the second phase of the move load and unload and unwrap just the furniture and assemble items into her new homeEverything went as planned from beginning to end On the second day after the shippers move the shipper called to report a wet pan that went underneath her washerThe shipper reported that we left it there and we needed to go back and get it cause the new owner were taking control of the house and she bought it and needed her panKeep in mind the purpose of a wet pan is to prevent overflow of waterThe realtor took the pan and placed it outside and our supervisor went to go pick it up the same dayThe shipper mentioned it belong to her washer I told our supervisor that this is a plumbers job to remove and replace the pan on to the floor and we are not qualified to perform pluming taskPans are used mostly when you have an upstairs washer dryer connection and precautions for leaks not used for single story unless they are built inHowever, again we prioritized the shipper and sent one of All Pro Moving's professionals to investigate the issue and to address her concernsOur professional was out there on the 3rd dayAll Pro Moving made it a priority to deliver the pan and investigate on the 2nd and 3rd day after the moveThe specialist told the shipper these drains are used for upstairs flooringShipper stated she knew that but that the washer leaked that is why she bought itUpon opening panel of the washer the specialist discovered there was a crack inside the washerUpon finding this crack the customer then called to tell us we did it and that the gentleman helping with the investigation said that the movers caused the damage which was untrueThe shipper lied about what the specialist saidThe shipper said our dolly caused the damage on the inside of the washerHowever, we did not use a dolly to roll the washer down the stairsAll Pro Moving's pros carried it down with out letting it bonce on the stairsThe washer was carried downWe move washers and dryers almost every dayThey can be fragile at times mainly the mother board and knobsSome times we apply the shipping bolts and sometimes not for several reasonsReasons like the shipper does not have the bolts anymoreThey have an incomplete set, or the shipping bolts will no longer fit in the proper spaces anymore due to ample use and mis-levelingWhich in turn leads me to believe the shipper needed that pan underneath the washer to control the leakage that was preexistingThe shipper also offered the old set to the professional we sent and was already looking for a new set to replace the old onesWhy would you go out and buy a whole new set when the washer was the only issue? We made every effort to work with the shipper regarding the washerFurthermore, in regards to her screw drivers, I told her I would ask the guys if they picked them up by mistakeA lot of times we leave tools through out the homeIt is not uncommon for us to pick up after each other incase we forget something such as a toolWe are still trying to locate these tools for the shipperKeep in mind this was days ago and the shipper called yesterday to let us know about the towels, key, and tea topperThe shipper must allow us time to look for them first before assuming we have themThe key was removed by our supervisor and was given to the shipperNow the shipper can not find it and is accusing us of taking it or misplacing it after we handed the key to the shipper personallyThe daybed blanket was recovered it was left in one of the boxes at the end of the job underneath a pile of pads and we still are investigating the shippers claimsAs for the tea topper, I would suggest unwrapping all the crumbled paper from the boxes and packing paperA lot of times customers tell us they have unpacked everything only to discover they have notWhen we pack small items they can look like a small crumbled paperPlease take the time to unwrap all the paper and open them up on a flat surfaceThe towels were not packed by usThe packers asked the shipper if they could pack fragile items in between the towelsThe shipper said no and decided not to let us pack the brand new towelsAgain if you had help unpacking your items then make sure they have unpacked every boxIf they have please look carefully where they placed them in the new homeHere at ALL Pro Moving we are responsible for things that we break or damageSome shippers lose stuff during a move it is not uncommonWe get lots of calls regarding lost items only to calls us back to tell us they found them and sorry for accusing your guysThat's why there are no reports of this manner in our reviewsAll Pro Moving and its staff have gone above and beyond for this shipperWe gave the shipper our rights and responsibilities prior to moving with usThe shipper should read it in order to have a better understanding of what our policies are not to rush to judgement so quickly and understand all the facts prior to making a claimSmall details can drive us all crazy at timesWhat I would suggest after a move is thoroughly go through every box every piece of paper then call us after this is completeYou have up to day from the move date to make a claimYou must include enough information for us to investigate the claimWe then would have days to respond and have days to pay, deny, or make a settlement offerWould you please try recalling some of these events during move that you the shipper stated at the time of packing of the towels and the handling of the keyThank you and have a blessed day
Complaint: [redacted] I am rejecting this response because: Yes, it is true that I sent [redacted] , but as I stated this was not just leakage, water was literally pouring out from underneath the washing machine, and [redacted] witnessed this when he came overI personally saw both movers using the Dolly when taking both the washer and dryer downstairs because I wanted to sweep and mop the laundry room before I left the house [redacted] , who is the supervisor was not upstairs or in the house during the time they were moving the property, he was on the back of the truckAs I told the owner every box has been unpacked and I looked in every box and every piece of paper before getting rid of them I did not pack my towels, they were sitting in a rocking chair The only things I packed were some food, and my music and movies This is not first move, and I do know all of the regulations, as I am retired from the military I have a witness that knows that I have never had any issues with my washer and dryer for the last yrs that I have owned itYes, it is true that I asked to be rescheduled, but it is because my closing date changed from the 27th of May to the 31st May, which was beyond my control When they initially packed everything I was asked to pay at least half to which I paid more than half I paid $1100, and the remaining $on June 1st before they moved my property from the old address to the new address On June 1st, they were an hour and a half lateTime scheduled was between and p.mI received no phone call to let me know why they were lateThe move did not start until the other crew and [redacted] arrivedI am not being unreasonable about my property as I stated before I cannot replace things that were bought overseasBefore hiring their company I had received a $quote from another moving company to which they could match the priceI was not going to pay $ If the price had not changed, then I would have chosen the other company On their commercial it is advertised that if you mention their commercial, then $would be deductedI mentioned it twice and it did not happen The owner was not present at either moveDuring the June 1st move, the supervisor had left the old address to take one of the movers somewhere because the worker actually had the day off, but came to help out for a while As stated before I last spoke to the owner on Monday and the last thing he said was that he would look into it Regards, [redacted] ***
All Pro Moving takes full responsibility for the process of the moveI did mail the customer the check when I said I didUnfortunately it never made to its destinationI did explain thatHowever, it was not received well by said customerAfter realizing the check was not being returned, I went
ahead and contacted the customer and arranged to meet him in person to hand deliver the checkTexas law regulating refunds or repairs does allow us up to days to resolve the issueAll Pro Moving did not take days but tried to resolve the issue as quickly as possibleSometimes we do go over the time it takes to complete the moveI try as an owner to explain that in the proposal at times it is misinterpreted incorrectlyAll rates are based by the hour if it goes over the estimated time the price is corrected to that amountSame thing if its less time the price is then reduced to the lesser amountHowever, in lieu of the process of the move I felt we owed the customer a discount on the price. As an owner I was not happy with our result by my team that day. All Pro Moving has taken measures to correct these types of performances from happening againAll customer are important to us whether big or smallAll Pro Moving and its owner take pride in completing the move in a professional matterIt does affect this company when things don't go right because its a reflection on All Pro Moving reputation, owner, and its staffThis customer is a repeat customer and if there is anymore I can do please feel free to let us knowI know the move didn't meet your standard and All Pro Moving owner and staff aim to correct the problem so that it does not happen againWe look forward to serving you again in the futureThank you for your feed back!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
First, the shipper was rescheduled several times. The shippers original rate was estimated at $3100.00. Not only did we drop the price we remained flexible with her due to her closing issues. Plus we discounted her down to a whole $1000.00 dollars at her request. Second, the first process of...
the move was carried out on the 28th. Which was prepping and boxing everything she needed done in order for her to be ready for us on the day of the move. On the morning of her prep day she called to cancel on us again. I told her we would not be able to reschedule her again and that it would be best to proceed with our intended plan. We were booked for the week and weekend already and would not be able to accommodate her again due to our schedule. The shipper decided to move forward as plan. We agreed to move forward with the first phase of the move. We packed everything up and she was amazed by the job we did complimenting our crew on how fast and efficient we are. The shipper watched every worker packing her belongings getting everything ready for the second phase. All Pro Moving didn't leave until everything was prepped and ready. Keep in mind she saw the whole process as she walked from room to room evaluating our crew. On the second phase of the move load and unload and unwrap just the furniture and assemble items into her new home. Everything went as planned from beginning to end. On the second day after the shippers move the shipper called to report a wet pan that went underneath her washer. The shipper reported that we left it there and we needed to go back and get it cause the new owner were taking control of the house and she bought it and needed her pan. Keep in mind the purpose of a wet pan is to prevent overflow of water. The realtor took the pan and placed it outside and our supervisor went to go pick it up the same day. The shipper mentioned it belong to her washer. I told our supervisor that this is a plumbers job to remove and replace the pan on to the floor and we are not qualified to perform pluming task. Pans are used mostly when you have an upstairs washer dryer connection and precautions for leaks not used for single story unless they are built in. However, again we prioritized the shipper and sent one of All Pro Moving's professionals to investigate the issue and to address her concerns. Our professional was out there on the 3rd day. All Pro Moving made it a priority to deliver the pan and investigate on the 2nd and 3rd day after the move. The specialist told the shipper these drains are used for upstairs flooring. Shipper stated she knew that but that the washer leaked that is why she bought it. Upon opening panel of the washer the specialist discovered there was a crack inside the washer. Upon finding this crack the customer then called to tell us we did it and that the gentleman helping with the investigation said that the movers caused the damage which was untrue. The shipper lied about what the specialist said. The shipper said our dolly caused the damage on the inside of the washer. However, we did not use a dolly to roll the washer down the stairs. All Pro Moving's pros carried it down with out letting it bonce on the stairs. The washer was carried down. We move washers and dryers almost every day. They can be fragile at times mainly the mother board and knobs. Some times we apply the shipping bolts and sometimes not for several reasons. Reasons like the shipper does not have the bolts anymore. They have an incomplete set, or the shipping bolts will no longer fit in the proper spaces anymore due to ample use and mis-leveling. Which in turn leads me to believe the shipper needed that pan underneath the washer to control the leakage that was preexisting. The shipper also offered the old set to the professional we sent and was already looking for a new set to replace the old ones. Why would you go out and buy a whole new set when the washer was the only issue? We made every effort to work with the shipper regarding the washer. Furthermore, in regards to her 2 screw drivers, I told her I would ask the guys if they picked them up by mistake. A lot of times we leave tools through out the home. It is not uncommon for us to pick up after each other incase we forget something such as a tool. We are still trying to locate these tools for the shipper. Keep in mind this was 14 days ago and the shipper called yesterday to let us know about the towels, key, and tea topper. The shipper must allow us time to look for them first before assuming we have them. The key was removed by our supervisor and was given to the shipper. Now the shipper can not find it and is accusing us of taking it or misplacing it after we handed the key to the shipper personally. The daybed blanket was recovered it was left in one of the boxes at the end of the job underneath a pile of pads and we still are investigating the shippers claims. As for the tea topper, I would suggest unwrapping all the crumbled paper from the boxes and packing paper. A lot of times customers tell us they have unpacked everything only to discover they have not. When we pack small items they can look like a small crumbled paper. Please take the time to unwrap all the paper and open them up on a flat surface. The towels were not packed by us. The packers asked the shipper if they could pack fragile items in between the towels. The shipper said no and decided not to let us pack the 15 brand new towels. Again if you had help unpacking your items then make sure they have unpacked every box. If they have please look carefully where they placed them in the new home. Here at ALL Pro Moving we are responsible for things that we break or damage. Some shippers lose stuff during a move it is not uncommon. We get lots of calls regarding lost items only to calls us back to tell us they found them and sorry for accusing your guys. That's why there are no reports of this manner in our reviews. All Pro Moving and its staff have gone above and beyond for this shipper. We gave the shipper our rights and responsibilities prior to moving with us. The shipper should read it in order to have a better understanding of what our policies are not to rush to judgement so quickly and understand all the facts prior to making a claim. Small details can drive us all crazy at times. What I would suggest after a move is thoroughly go through every box every piece of paper then call us after this is complete. You have up to 90 day from the move date to make a claim. You must include enough information for us to investigate the claim. We then would have 20 days to respond and have 90 days to pay, deny, or make a settlement offer. Would you please try recalling some of these events during move that you the shipper stated at the time of packing of the towels and the handling of the key. Thank you and have a blessed day
Complaint: [redacted]
I am rejecting this response because: Yes, it is true that I sent [redacted], but as I stated this was not just leakage, water was literally pouring out from underneath the washing machine, and [redacted] witnessed this when he came over. I personally saw both movers using the Dolly when taking both the washer and dryer downstairs because I wanted to sweep and mop the laundry room before I left the house. [redacted], who is the supervisor was not upstairs or in the house during the time they were moving the property, he was on the back of the truck. As I told the owner every box has been unpacked and I looked in every box and every piece of paper before getting rid of them. I did not pack my towels, they were sitting in a rocking chair. The only things I packed were some food, and my music and movies. This is not first move, and I do know all of the regulations, as I am retired from the military. I have a witness that knows that I have never had any issues with my washer and dryer for the last 6 yrs that I have owned it. Yes, it is true that I asked to be rescheduled, but it is because my closing date changed from the 27th of May to the 31st May, which was beyond my control. When they initially packed everything I was asked to pay at least half to which I paid more than half. I paid $1100, and the remaining $1000 on June 1st before they moved my property from the old address to the new address. On June 1st, they were an hour and a half late. Time scheduled was between 1 and 3 p.m. I received no phone call to let me know why they were late. The move did not start until the other crew and [redacted] arrived. I am not being unreasonable about my property as I stated before I cannot replace things that were bought overseas. Before hiring their company I had received a $2100 quote from another moving company to which they could match the price. I was not going to pay $ 3100. If the price had not changed, then I would have chosen the other company. On their commercial it is advertised that if you mention their commercial, then $100 would be deducted. I mentioned it twice and it did not happen. The owner was not present at either move. During the June 1st move, the supervisor had left the old address to take one of the movers somewhere because the worker actually had the day off, but came to help out for a while. As stated before I last spoke to the owner on Monday and the last thing he said was that he would look into it.
Regards,
[redacted]